Alexa setup does not work

[prr2]

Sorry, we could not find any devices to link

[CRobGauth]

Do you have Quantum hardware (VMS and IPC)?

If not, Alexa only works with this equipment.

If you do, what software version are they running?

Needs to be at least 4.8

[bigfrank2]

Do you mean the DVR box or any set top box needs to have the Quantum hardware as a requirement for this to work?  How do I get the Quantum hardware if I don't have it?

[jonjones1]

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@bigfrankwrote:

Do you mean the DVR box or any set top box needs to have the Quantum hardware as a requirement for this to work?  How do I get the Quantum hardware if I don't have it?

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Here is all the information you need.

https://www.verizon.com/support/residential/tv/equipment/alexa

Good Luck 

[CRobGauth]

Yes.

You can either go online and order new boxes or call customer service.

You will probably pay a few more dolalrs depending on how many boxes you have.

But you get more services.

Up to 6 tuners for viewing/recording.

1TB of storage space

Ability to pause and rewind live shows from all STBs.

Netflix (have to have your own account)

Ability to watch recorded content outside your house via FIOS app

And of course alexa

[prr2]

Note to Verizon:

Don't use my unsupported device to put a splash up on my tv telling me I can now control fios with alexa.  

If you want to announce alexa control tell me I need to upgrade to quantum to do it.

In the setup instruction start with the fact I need specific equipment for this to work

[ChadW1]

i was able to set up alexa and configure it to the room i wanted, but when asking alexa to change channel or whatever she replys ok but the tv never changes. its only set up to one room which i  have the media client called Playroom and alexa is linked to that one box.

[CRobGauth]

Have you tried another box? Just to see if it works?

Can you use remote feature of FiOS mobile app?

[rakesy]

I am having the same issue.  Set up alexa skill, linked fios account, recognized set top box, chose set top box and amazon dot in the same room.  Alexa responds appropriately to commands but command does not change channel on tv.  There is no trouble shooting information for this on fios website.  Everything says to check amazon alexa for issues when this appears to be a fios issue.  Would appreciate some more support info for troubleshooting this.

[larrygm]

I seem to be having the same issue.  I spoke to tech support twice.  The first time they suggested I put the Echo on the Verizon router SSID.  That didnt help.  The second time, they suggested I reset the router.  That didn’t work either.

Has anyone been able to resolve the issue and get Alexa to work?

[CRobGauth]

If you have a device on the same WiFi as echo with FiOS mobile app, does the remote feature work?

Could be a network issue.

[larrygm]

Yes . The Verizon Mobile App remote works fine

[noscda]

i am having the same issue. alexa will find the devices, but the tv does not change the channel. fios is not overly helpful and maintains the router reset is the only way they know how to fix it. they want to send a tech out and i have been on the phone for over an hour. is this a solveable problem? i do not want to give up another few hours of my life if a tech is going to come out with no success. 

[CRobGauth]

Try contacting amazon for assistance

[h27paul]

Yes but for no reason it seems to fix itself and now it has stopped working again all on its own. 

[h27paul]

I had all the same problems and then it resolved itself overnight. Now, for no reason after a few months has stopped working again. Tech support tries to help but never can. I think this is a Verizon issue that no trouble shooting will resolve. The one thing I’ve noticed is that if you remove poet cord for 30 seconds and then power up.... sometimes after 24 hours it works again

[jonjones1]

How do you know it’s a Fios issue? Maybe it is an Alexa issue.

https://www.amazon.com/gp/help/customer/display.html/ref=hp_gt_echo?nodeId=201399130

[NJGamer]

I had the same problem - followed the instructions for setup in the Alexa app and connected the FIOS box to the Echo.  When I gave commands to Alexa, there was a response like it was going to happen, and never did.  I called support and went through a bunch of restarting and reconnecting, tried a different Echo, connected to a different VMS, and nothing worked.  Finally, the tech sent a reset signal to my FIOS box and everything started to work!  Call in for the reset and you should be up and running.  

[CRobGauth]

Can also try rebooting VMS or IPC as well.

[h27paul]

I did call in and they did restart and still no change. In fact they’ve done over 20 trouble shooting tips and they gave up and said “they have no idea” why it isn’t working 

[Menumaster]

HI everyone.  I’ve enabled the Alexa skill, paired to the correct stb but even though Alexa responds to proper voice commands, the channels do not changed.  Spoken to customer services and they sent a reset signal to the stb, still not working.  Spoke to Amazon customer services, clueless too.  Found the voice troubleshooter on settings page of fios, ran it and came up with errors....any clue how to fix these, customer service hasn’t!